In this Blog Post, we are going to see how to use Salesforce Conversation Intelligence Rule for Service Cloud Voice. 

“Update Next Best Action” is used as the Action and “Matching keyword” is used as the Trigger Type.

“Either” is used as the Detect keywords mentioned by to include the keywords from both the Agent and the caller.

1. Create Recommendations.

2. Create a Recommendation Strategy Flow.

3. Create the Conversation Intelligence Rule.

4. Use the “Einstein Next Best Action” component on the Voice Call record page. Use the Strategy Recommendation Flow created as the Action Strategy.

5. Make an Outbound Call or receive an Inbound call to check.

Output: